The Group at a glance

Over 2.2 million customers & over 16 million visits to our websites in 2017

Combined Group Net Promoter Score: 81.7

Delivering to 95% of Australia's population

22 awards won over the last 5 years including Best Customer Experience at World Retail Awards, Online Retailer of the Year, Best Brand Evolution, Hall of Fame and many more

14 experiential showrooms in 4 states - including the largest appliance showroom in the Southern Hemisphere at Kingston, ACT

Unrivalled experience

Unrivalled means more than just claiming we’re the best.

Unrivalled means striving for excellence in customer experience. It means saying no to simple customer satisfaction, and saying yes to impressing every single customer. It means throwing the ‘rulebook of expectations’ out the window, and doing whatever it takes to deliver an exceptional customer experience.

It might be identifying exactly the right washing machine for a small laundry. Chasing up a warranty claim with a manufacturer. Or hoisting a side-by-side fridge over a second-floor balcony. We’re motivated by the happiness and loyalty of our customers, so that’s the standard of service we aim for, every single time, in everything that we do.

Highest Net Promoter Score in the industry

81.7

In business, customer satisfaction and loyalty are rated with the Net Promoter Score (NPS). This is an industry benchmark, used by the majority of Fortune 1000 companies and virtually every major e-commerce vendor around the world. The Winning Group brands’ combined NPS of 81.7 is significantly higher than the NPS average for Australian retailers. As you can see, we take customer service very seriously.

Millions of happy customers

Across four brands and more than a century in business, we’ve served millions of happy customers. 2.2 million, to be precise.

“We love our customers and our customers love us, this is the fuel that drives our fight to succeed when others lay down. Saying yes is more than marketing and it’s even greater than doing the job well. It’s intentions over actions - for actions will get you there almost every time but intentions will make sure that for the 1 in 1,000 times you fall short that you won’t sleep until you achieve your mission”.

2010

… and you probably already know us

… and you probably already

know us

Australia’s largest online appliance store.

The only one with legendary service.

In 2005 John Winning - the great-grandson of Richard William Winning - decided people should be able to buy their appliances online. Why make them wait til the weekend to replace their broken-down fridge or washing machine? They need it ASAP.

So he established Appliances Online, giving customers the convenience of 24/7 shopping.

Australia’s premium appliance destination.

Luxury has a home.

Winning Appliances operate thirteen state-of-the-art appliance showrooms across the country and have set a new standard for appliance retailing globally.

The flagship showroom in Redfern has been recognised as a finalist for Best Retail Store Design at the 2014 World Retail Awards in Paris.

Legendary care.

At the moment of truth.

We know that, to a customer, the ‘moment of truth’ is when they get the product. That if you make that moment an exceptional experience for them, they’ll rave about your brand, long after they’ve forgotten the actual purchase experience. We also know that to make the ‘getting’ experience exceptional, it has to be all about the customer.

Stunning appliances for a bargain.

You’ll be surprised.

Not everyone has the same budget and the same preferences. Some people want prestige products and a premium in-store experience. Others want to browse the biggest range of online appliances with a Best Price Guarantee. Or they might just want to hunt for a surprising bargain on a top-quality product. And that’s where Home Clearance comes in.

Executive team

John Winning (CEO)

John is the Chief Executive Officer of the Winning Group and his mission, above all else, is to provide the best shopping experience in the world.

Entrepreneur and ‘new’ retail veteran, John Winning founded Appliances Online in 2005 at just 21 years of age with a laptop, rented truck, and a 1300 number diverted to a mobile phone.

Determined to shake up the existing market, John set out to offer Australians an efficient, streamlined and convenient shopping experience in an online format. Although John found his success through Appliances Online – the online business now employs upwards of 250 people and was awarded with Best Customer Experience at the World Retail Awards in Paris in 2014 – he's also passionate about traditional in-store retailing.

Since taking over the reigns of Winning Appliances in 2011, John has opened six additional stores and expanded the brand into Queensland, Western Australia and the ACT. On top of expansion, he has also focused on the company’s existing stores.

Katharina Kuehn (CSO)

Katharina is the Chief Strategist of the Winning Group, where her work combines a leading-edge blend of science, technology and strategy to drive the growth and development of the Group’s portfolio of brands.

Katharina is a consumer neuroscientist and an
expert in tapping into the non-conscious nature of human decision-making. Her mission is to power the world’s best shopping experience by creating personalised experiences at an unprecedented, deeply human level.
Katharina is a member of the Neuromarketing Science and Business Association has previously been a strategy advisor to leading brands such as Yamaha, American
Express, Super Retail Group, Qantas and BP, across Europe and Asia Pacific.

Jo Devery (COO)

Jo is our Chief Operations Officer, and holds executive accountability for our Home Clearance, Winning Services, Customer Experience and Commercial business units.
Jo is focused on the fast growth and transformation of our constantly evolving business model. Jo's success lies in her ability to deliver business goals through the understanding of the end to end retail supply chain and her ability to lead & engage stakeholders.
Previously, Jo held senior management positions with Lux Group, Big W, Kmart, Myer and Pacific Brands in Australia and Asia.
Jo is a member on the Australian Institute of Company Directors.

Kylie Archer (CFO)

Kylie is our Chief Financial Officer and is responsible for overseeing financial and functional requirements of the business, including reporting, budgeting, strategic planning and maximising the Group’s financial performance.

Kylie’s approach to addressing the fundamentals ensures the finance function and related processes are well organised, efficient and are focused on continuous improvement. This in turn enables the business to deliver sound, scalable growth.

Felipe Ramirez (R&D)

As head of our Research & Development team, Felipe is instrumental in optimising all areas of our business, particularly stock efficiency and profitability.
Felipe is driven to solve problems by looking at biology and adapting how nature resolves issues to the business environment.

Dax Lee (CTO)

Dax Lee is our Chief Technology Officer and brings a wealth of technical experience from some of the world’s biggest brands and innovative Silicon Valley startups.
Dax takes an integrated approach to product design, engineering and business development, with a strong emphasis on technical architecture.

Giving back

We appreciate that luck plays a part in everyone's life. Which is why we believe it’s important to give back to the community. Whether we’re working directly with local communities in need through our weekly Birds of Passage BBQs, increasing mental health awareness through nationwide events in support of R U OK Day, or contributing to the essential research and innovation of the Victor Chang Cardiac Research Institute, we’re passionate about building a better, brighter future for everyone.

We support

Bear Cottage

Birds of Passage

Children's Cancer Institute

Father Chris Riley's Youth off the Street

Guidedogs Australia

Headspace

RSPCA

R U OK Day

Starlight Children's Foundation

Sydney Dog and Cat Home

The Charlie Teo Foundation

Victor Chang Cardiac Research Institute

Advisory board

David Gordon (Chairman)

David serves as Chairman of the Winning Group Advisory Board. David’s expertise lies in his analytical and problem-solving skills, and the ability to find solutions where others see conflict. He specialises in synthesising complex corporate structures.

Launa Inman

Launa is internationally recognised as a leader of large corporations. Launa is passionate about customer experience and its intersection with technology, and how technology can be used in enabling innovation in the retail industry.

John Armstrong

John has more than 25 years’ experience in financial, directorial and commercial management roles. In his most recent executive role as CFO of SEEK Limited, he played a crucial part in its rise to a large listed global business in the ASX 50.